Reservation Supervisor

The Steamship Authority is seeking a highly motivated individual to join our team as a Reservation Supervisor at the Mashpee Reservation Call Center. This position plays a vital role in supporting daily operations, guiding team members, and ensuring exceptional customer service. This position is a full-time, permanent, non-union position in the Steamship Authority's Mashpee Reservation Call Center.

The reservation Supervisor is responsible for overseeing day-to-day operations in the call center, supporting staff, and stepping in as needed to ensure smooth and efficient service delivery. This position requires strong leadership skills, the ability to work well under pressure, and a focus on team development and customer satisfaction.

• Provide training and ongoing support to clerks, including managing employee progress in the Learning Management System.
• Process employee time and attendance records using Time Clock Plus .
• Maintain accurate records and communications using Microsoft Office tools, particularly Excel and Outlook.
• Act as a decision-maker and point of contact in the absence of the Reservations & Community Relations Manager.
• Assist staff in rescheduling customer reservations during service disruptions, such as weather‑related delays or vessel issues.
• Open and close the call center as needed based on scheduling requirements.
• Participate in the hiring process, including interviewing candidates and making recommendations.
• Support training and coach staff to ensure a high standard of service and professionalism.
• Address and resolve customer concerns and complaints in a courteous and effective manner.
• Monitor and maintain reports generated by the reservation phone system.
• Help manage office logistics, including shift schedules, break rotations, and shared responsibilities such as kitchen upkeep.
• Perform other related duties as assigned by the Manager of Reservations & Community Relations.

• High school diploma or equivalent required.
• Previous supervisory or management experience preferred.
• Proficiency with Microsoft Office (Outlook, Excel, Word, Teams, etc.).
• Strong organizational, communication, and problem‑solving skills.
• Ability to multitask and stay composed in a fast‑paced environment.
• Knowledge of Steamship Authority policies and reservation procedures is a plus.
• Familiarity with the Steamship Authority reservation system is highly desirable.
• A professional and positive attitude when interacting with staff, customers, and other departments.

The pay range for this position is $65,000 to $81,000. Interested parties should submit a letter of interest and resume to the Human Resources Office at

Human Resources Office
Steamship Authority
Falmouth, MA 02540
EOE

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Union St & Water St
Vineyard Haven, MA
02568